Location
toronto
Job Type
Full-time
Posted
June 27, 2026
Job Description
Role: Business Systems Analysis
Location: Toronto, ON
Job Type: Contract
Job Description
- Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements.
- Elicit, analyze, document, and manage business, functional, and non‑functional requirements (BRD, FRD, user stories).
- Perform impact analysis across contact center platforms, downstream systems, and integrations.
- Support Digital Contact Center Technology requirements and solution design across omnichannel platforms, including Voice (IVR, ACD, call routing), Digital channels (Chat, Email, SMS, Social, Bots), and CRM/Case‑Management integrations.
- Work closely with architects and vendors on platform capabilities, configuration, and upgrades.
- Support contact center transformations, including cloud migration and legacy moderniz...